Surveys
Gather customer feedback and enhance your Messenger experience.
Executive Summary
Intercom Surveys is an add-on feature within the Intercom customer engagement platform, designed to help businesses collect valuable customer feedback directly within their app or through outbound campaigns. It allows users to create and deploy various types of surveys, such as CSAT, NPS, or custom feedback forms, to understand customer sentiment, identify pain points, and measure satisfaction at key touchpoints. The tool integrates seamlessly with Intercom's Messenger, enabling businesses to trigger surveys based on customer behavior, attributes, or specific events. This direct feedback mechanism helps in configuring and optimizing the Messenger experience, ensuring that customer interactions are relevant and effective. By gathering insights, companies can make data-driven decisions to improve products, services, and overall customer satisfaction. While the core product is Surveys, it's often mentioned alongside other proactive support features like Posts, Checklists, and Product Tours, indicating its role in a broader customer engagement strategy. It's also mentioned in the context of Intercom's AI agent, Fin, which can sometimes reduce the need for traditional surveys by providing AI-powered CX scores.
Use Cases
- Gathering customer satisfaction (CSAT) scores
- Collecting Net Promoter Score (NPS) feedback
- Understanding product feature adoption and usability
- Identifying customer pain points and areas for improvement
- Triggering feedback at key customer journey points
Features
Visibility
- Real-time Survey Monitoring: Track survey response rates and key metrics as feedback comes in.
- Customer Health Scores: Monitor customer health scores, which can be influenced by survey feedback and other engagement data.
Intelligence
- AI-powered CX Score: Leverage Fin's AI to get a complete view of support quality across conversations, complementing survey data.
Technical Specifications
- Architecture
- Multi-tenant SaaS
- Deployment
- SaaS
- API Available
- Yes
- MCP Server
- Yes
AI/ML Stack
- Fin AI Agent
Integrations
- InMoment Surveys (formerly Wootric)
- Zonka Feedback
- Sleekplan
- Slack
Security & Compliance
Certifications: SOC 2, ISO 27001, ISO 27018, GDPR
Pricing
- Model
- Per seat/month + usage-based
- Starting Price
- $29/seat/month + $0.99 outcome-based pricing
- Target Customer
- SMB,Mid-Market,Enterprise
- Contract Type
- Monthly (add-on), Annual (platform)
- Free Trial
- Yes, 14 days (credit card required)
About Intercom Fin
Intercom, Inc. is a San Francisco-headquartered software company that provides an AI-first customer service platform, enabling businesses to engage users through messaging, chatbots, automation, and support tools for marketing and retention. It is a market-leading customer communications platform that helps B2B companies acquire, engage, and support customers through personalized and timely communication.
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- Adobe Analytics by Adobe — See your business the way your data does.
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